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Peak Contact Center Performance Hinges on Gathering, Evaluating and Analyzing Data

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May 13, 2011

Peak Contact Center Performance Hinges on Gathering, Evaluating and Analyzing Data

By Linda Dobel, TMCnet Contributor


Stellar contact center performance, across the board, is more imperative than ever. The best way to ensure that performance levels reach—and remain at—peak levels is to ensure that all contact center constituencies – executives, managers, supervisors, QA specialists, coaches and agents – have the information they need to do their jobs.


Many contact centers are finding that a Web-based modular solution built on VoIP that supports call recording, quality and performance management initiatives helps them achieve the performance standards they desire, especially because it can be accessed from anywhere.

One of the solutions on the market that is helping businesses improve customer satisfaction while increasing operational awareness is KnoahSoft’s (News - Alert) Harmony Suite. http://www.knoahsoft.com/pdf/Contact_Center_Edition.pdf  Businesses are now using Harmony Contact Center Edition to ensure that agent-customer interactions are recorded and that they meet the highest standards of service and care. With its tools, a total view of the contact center is possible.

Two of the Contact Center Edition modules, “Evaluate” (a quality management module) and “Analyze” (a performance management module) enable contact centers to have a workflow-enabled, quality-assurance evaluation environment, along with the ability to create customizable, role-based scorecards and dashboards to measure the performance of all agents, queues, teams, groups, sites and lines of business that are supported by the contact center.

In addition, Harmony’s VoIP call recorder and its Web-based dashboard provide control over every aspect of every call and every required action. The dashboard provides all users (agents and supervisors) with a browser-based interface to access all of the application modules. Because it’s built on Web 2.0 technology, users can customize views to ensure their most-often-used information is readily available to them. The dashboard also provides access to the Harmony message inbox, which alerts agents and supervisors to actionable tasks from the solution.

Because the call recording architecture can support up to 250 simultaneous conversations on a single server and as many as 500 simultaneous conversations in “delayed” mode, the solution resolves many call recording challenges. Plus, recording with screen capture enables contact centers to capture and synchronize both the voice call and agent UI to provide a comprehensive view of the real-time actions and performance of each agent. Real-time, remote silent monitoring with screen capture, which gives authorized users permission to watch and listen to agent calls as they happen, is another way users can ensure peak performance using the solution.

Completing the effort to ensure peak contact center performance is Harmony’s reporting system which allows users to analyze the operation’s data (quality and usage) and have access to archival capabilities (access to past recordings should it be needed for quality or legal reasons). Plus, its exporting tools can be used to format and disseminate the information to the people who need it.

Contact centers concerned with performance levels know that better information leads to better results. And when they are equipped with the proper tools, organizations will be more adept at delivering better results.   


Linda Dobel is a TMCnet Contributor. She has been an editor in the contact center space for more than 25 years, and has the distinction of being the founding editor of Customer Inter@ction Solutions (CIS) magazine. To read more of her articles, please visit her columnist page.

Edited by Chris DiMarco







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